Interpersonal skills

- Tools people use to interact and communicate with individuals in an organizational environment

7 Main Areas of Interpersonal Communication

- Verbal communication
o How and what words are used to communicate with individuals
o Ability to communicate through words with the correct tone and manner
- Non-Verbal communication
o Consists of facial expressions, body language and hand gestures
- Listening Skills
o Ability to hear attentively and process information correctly
- Negotiation
o Having the ability to discuss and reach an agreement in a professional manner
- Problem-Solving
o Ability to find a solution to a problem after considerable thought
- Decision Making
o Able to analyze situations and develop a professional solution within an organizational
environment
- Assertive
o Self-assured and confident in their actions

Manager

- An individual who achieves goals through other people

Organization

- A consciously coordinated social unit, composed of 2 or more people, that functions on a

relatively continuous basis to achieve a common goal or set of goals

4 Managerial Activities

Planning

- A process that includes defining goals, establishing strategy, and developing plans to coordinate
activities

Organizing

- Determining what tasks are to be done, who is to do them, how the tasks are to be grouped,
who reports to whom, and where decisions are to be made

Leading

- A function that includes motivating employees, directing others, selecting the most effective
communication channels, and resolving conflicts

Controlling
 - Monitoring activities to ensure they are being accomplished as planned and correcting any
significant deviations

Technical Skills

- Ability to apply specialized knowledge of expertise

Human Skills

- Ability to work with, understand, and motivate other people, both individually and in groups

Conceptual Skills

- Mental ability to analyze and diagnose complex situations

Traditional management

- Decision making, planning, and controlling

Communication

- Exchanging routine information and processing paperwork

Human resource management

- Motivating, disciplining, managing conflict, staffing, and training

Networking

- Socializing politicking, and interacting with outsiders

Organizational behavior

- A field of study that investigates the impact individuals, groups, and structure have on behavior
within organizations, for the purpose of applying such knowledge toward improving an
organizations effectiveness

Systematic study

- Looking at relationships, attempting to attribute causes and effects, and drawing conclusions
based on scientific evidence

Evidence-based management

- Basing of managerial decisions on the best available scientific evidence

Intuition
 - An instinctive feeling not necessarily supported by research

Psychology

- Science that seeks to measure, explain, and sometimes change the behavior of humans and
other animals

Social Psychology

- An area of psychology that blends concepts from psychology and sociology to focus on the
influence of people on one another

Sociology

- The study of people in relation to their social environment or culture

Anthropology

- Study of societies to learn about human beings and their activities

Inputs

- Variables that lead to processes

- Set the stage for what will occur in an organization later
- Many are determined in advance of the employment relationship

Processes

- Actions that individuals, groups, and organizations engage in as a result of inputs and that lead
to certain outcomes

Outcomes

- Key factors that are affected by some other variables

Stress

- An unpleasant psychological process that occurs in response to environmental pressures

Task Performance

- The combination of effectiveness and efficiency at doing core job tasks

Organizational Citizenship Behavior

- Discretionary behavior that contributes to the psychological and social environment of the
workplace

Withdrawal Behavior
 - Set of actions employees take to separate themselves from the organization

Group Cohesion

- Extent to which members of a group support and validate one another while at work

Group functioning

- Quantity and quality of a group’s work output

Productivity

- Combination of the effectiveness and efficiency of an organization

Effectiveness

- Degree to which an organization meets the needs of its clientele or customers

Efficiency

- Degree to which an organization can achieve its ends at a low cost

Organizational Survival

- Degree to which an organization is able to exist and grow over the long term

Surface-level Diversity

- Differences in easily perceived characteristics, such as gender, race, ethnicity, age, or disability,
that do not necessarily reflect the ways people think or feel but that may activate certain
stereotypes

Deep-level Diversity

- Differences in values, personality, and work preferences that become progressively more
important for determining similarity as people get to know one another better

Discrimination

- Noting of a difference between things; often we refer to unfair discrimination, which means
making judgments about individuals based on stereotypes regarding their demographic group

Stereotyping

- Judging someone on the basis of our perception of the group to which that person belongs

Stereotype threat

- Degree to which we internally agree with the generally negative stereotyped perceptions of our
groups
Biographical Characteristics

- Personal characteristics – such as age, gender, race, and length of tenure – that are objective
and easily obtained from personnel records. These characteristics are representative of surface-
level diversity

Race

- Heritage people use to identify themselves

Ethnicity

- Additional set of cultural characteristics that often overlaps with race